I completed a wager and have requested a withdrawal of ￡1500 but it's been stuck on pending for 2 weeks. Have sent numerous emails and no one answers.

Dear brighteyes88, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi I completed a wager. I have sent documents but have had no correspondence from the casino at all. I haven't made any withdrawals before this would be my first. When I took the bonus on the email it said no kyc required not sure what that actually means.

Thank you for your response. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the delay in processing your payment. My email address is [email protected]. Thank you for your patience and cooperation.

Hi I have sent screenshots of the amount of times I have tried to communicate with betsolino.

Thank you very much, brighteyes88, for your cooperation. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Betsolino Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thank you I will never be using them again. But still hoping to get my money

Hello brighteyes88,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Betsolino Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear brighteyes88, 

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Betsolino Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Betsolino Casino.

The casino can reopen this complaint anytime.

Respectfully,

Romi